Factors Influencing the User Satisfaction with Hotel Management Software – A Case Study at Hotels in Hanoi, Vietnam

Abstract

In Vietnam, in recent years the software applications in the field of hotel management is essential and urgent in order to meet the increasing demands of domestic and foreign customers increased as the hotel management wishes to increase efficiency, enhance competitiveness and professional image workers in the eyes of customers. The purpose of this study is to identify the factors influencing the user satisfaction when using hotel management software. In addition, this study provides some insight to hotel managers and webmasters as they develop and update their hotel software to improve promotional effectiveness and overall functionality. The case study of this research is the three hotels in Hanoi: Noi Bai Airport Hotel, Boutique Hotel Hanoi, Hoang Long Hotel, and three faculties of tourism in three Colleges in Hanoi, which apply the hotel management software for student practice. The hotels are also a venue for the college student to do the internship for their future career. The research results have shown that three factors have positive influence on the user’s satisfaction of the software at hotels and faculties. First, the findings can answer why the system quality factor will positively impact user’s satisfaction of the software. We found that this factor will be the first step that we need to consider. Second, this study also confirmed information quality of software factor positively effects on the user’s satisfaction of the software. This results shows us that the elements of the information quality play a very important role. This result reflects that end users who want to try out the useful service is very important. Third, this study also confirmed that the service quality factor positively affects the user’s satisfaction of the software. ISS model showed that service quality is an important factor with system quality and information quality, but the importance of it can stand against two leading factors.